Trusted Agent profile
★★★★★
2,846 reviews across 3 offices and 3 platforms
LQ has three offices, in London, Sidcup and Warwick. Together they have 2,846 reviews on three platforms, rated 3.1 out of 5 overall.
524
Reviews on Google
All 3 offices
2
Reviews on Yell
All 3 offices
2,320
Reviews on Trustpilot
Business-wide
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LQ's three offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
GoogleAbsolute scammers DO NOT BUY a property from them. I bought my flat 4 years ago now and they have increased my service charge by about £150 in this time PER MONTH and have now sent me a letter to say I owe them another £1.2K for service charge. I already pay £260 a month for service charge alone!!! Is this company run by clowns? They don't even deserve one star.
5/5
TrustpilotI was very thankful that you sent Swale…
I was very thankful that you sent Swale right away, after the gas safety fellow was here. Swale checked everything and made sure that whatever I had smelled it wasn't gas. He calmed my fears.
Hi Paul,Thank you so much for your amazing review! 😊It was a great pleasure to assist, we can imagine it was a worrying experience for you.We're delighted that Swale was there to help and was able to put your mind at ease. Providing our residents with the best possible service, especially during situations like this, is highly important to us, and we're happy to know that Swale was able to meet your needs.Once again, a huge thanks for your feedback, and feel free to reach out if there's anything else we can do for you.Many Thanks,Customer Service Team
5/5
TrustpilotThe engineer was very approachable and…
The engineer was very approachable and answered any questions I had. Thank you very much .
Hi Dee,Thank you so much for your positive review! We truly appreciate you taking the time to share your recent experience with us.We're passionate about the service we provide, and it's fantastic to hear that the engineer met all your expectations and delivered excellent service.Once again, thank you for sharing this with us. Your feedback is greatly appreciated! 😊Customer Service Team
5/5
TrustpilotOVERALL GOOD UNDER THE…
OVERALL VERY GOOD UNDER THE CIRCUMTANCES RE Governance. I live in a House that externally has not been re pointed or Front being painted or Guttering properly being replaced from front and back of house. Each time over these years We ARE told by LQ over 29 years your next oh your bext never comes and you have the Fundung etc. Every year told this isdue plus our door will be put back to its glory days Not happened to dare our Main Victorian door to date not done. And we have no proper intercome with intercom screen to date fir fat B above and flat A below Why all yiur other propertues have intercome. Plus I as a disabled person went through OT WITH MY HOUSING OFFICER STILL WAS NOT PUT ON TO DATE RE INTERCOM SCREEN......PLUS BEEN AUTHORISED WAS REFUSED TO DATE TO PUT A NEW INTERCOM ON DOOR/WALL TO DATE.
Hi Fatima,Thank you so much for your review! 😊We appreciate your feedback and are grateful that you took the time to share your concerns with us.We would like you to know we hear and understand your frustration with the ongoing maintenance issues at your home. It's disappointing to hear that repairs such as external redecorating, guttering replacement, and door restoration have not been addressed to your satisfaction despite your repeated requests. We also acknowledge the inconvenience of not having a proper intercom system installed in the property, and we sincerely apologise if our services haven't met your expectations.As you may already know, major works like the ones mentioned are typically carried out as part of our planned maintenance programs based on a survey conducted on your home. Unfortunately, these programs run annually, so we can only provide information on the current year's program and we're unable to advise on any future programs. Decisions for each program are made yearly and we look at prioritising properties most in need.In the meantime, we’re committed to continue in providing a repairs service as needed, and if there are any issues causing a problem, please don't hesitate to let us know and we’ll be sure to offer further assistance with these.We truly value your patience and persistence in bringing these matters to our attention, and we are here to assist with any questions or concerns you may have. Our dedicated team is available via email, and you can reach us at any time at lqdirect@lqgroup.org.uk. Please kindly mention 'Trustpilot' in the subject line of your email too.Many Thanks,Customer Service Team
1/5
TrustpilotNo Service. Charge
To whom it may concern Since moving into our new home at ** ******** Road SE23 *** I have endeavoured to improve and maintain the property. 663 days ago.The rear French patio doors were not secure, so they had to be carefully taken out, treated, a new weatherboard and base frame replaced all before we left to visit ****** family overseas.The two landing windows were literally painted shut and locked by a screw and the bedroom windows in our children’s rooms were so rotten that I had to ‘make do’ before our departure. The front door jammed and a gale blew through the property due to so many gaps from shoddy workmanship combined with our front bedroom bay window being so rotten I could literally stick a finger through the brittle framework.***** visited on Monday 9th October 2023 to survey the aforementioned windows, I remember distinctly him commenting how friendly and polite I was as most L&Q tenants are abusive… This was 351 days ago.***** said after a thorough observation of the property that all the windows were not safe and all needed replacing, a colleague would be out the ‘measure up’ the frames and a 10 week production-fit turnaround would mean a January 2024 replacement.L&Q don’t fix security lights, mow lawns, cut hedges, fix fences, paint or maintain anything at all at ** ** ******* Road because I do it all, so what service for our monthly fees do L&Q actually provide us exactly?This latest email is to inform L&Q that not only is our ground floor bedroom window so rotten that the glazing does not have any timber holding the pane in place, so it’s a matter of time before the glass drops out all in good time for Winter. To add to this my eldest child who is studying for their GCSEs and being assessed for ADHD opened their broken sash window as they was simply too warm during the night and wanted some air, I had strictly said that as both theirs and their sibling’s windows are rotten suggested keeping them closed.I spent over an hour on Sunday fixing a jammed window that could quite easily dropped a storey below and shattered as the beading has not only broken off but the outer frame is like pastry.So we are now so desperate for these replacement timber sash double glazed windows looking to order the replacements because L&Q don’t seem to provide any productive service that we pay for each month. The fact an EVRI delivery person fractured their hip seems to be of no concern to any of the members of staff and the woman who is mother to 5 children aims to have EVRI’s legal team reach out to your ‘in house’ legal team, but again nobody cares.Our semi-detached home is not a new build, a block of flats, or apartments where trades people come and maintain the upkeep of the premises, we’re private and after nearly two years of nothing but false hopes, people passing the buck from department to department are informing you we are moving forward with this issue ourselves, which I am sure looking at how slap-dash the previous work done a bullet dodged.This is our family home, we have a near teenager with diagnosed Autism and another being assessed and studying for their finals, all the windows rattle, let out heat, let in noise and now I am writing yet another email which probably won’t get any response, or maybe the fact I am taken it upon myself to get this done could mean a reply and no progress.Please stop sending us letters saying we owe more service charge money, because we are yet to receive any kind of service from your company L&Q.I am getting quotes next week and will be proceeding with the replacement thereafter.
Hi Brock Elbank,Thank you for taking the time to leave us a review and for sharing your concerns with us.We certainly feel your frustration and dissatisfaction with the condition of the windows in your home and the lack of response you've received from us. It's clear that you've taken significant steps to maintain the property, and it's disappointing that your efforts haven't been met with the same level of responsiveness from our end. We sincerely apologise for the inconvenience, delays, and any upset this has caused you.Your feedback is important to us, and we'll use it to improve our communication and service delivery. We understand the importance of a safe and comfortable living environment for you and your family, and we'd very much love to have the opportunity to further investigate your concerns and to update you with the progress.To help us make it possible, we kindly invite you to email your details to us where our dedicated team will be able to help and assist you further. We're contactable at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject.We can honestly understand why this is a worry for you, and we hope to hear from you soon.Many Thanks,Customer Service Team
3/5
TrustpilotThe engineer that came was very professional but didn’t do everything that he was supposed to
The engineer that came was very professional and I thought he did a good job but when the supervisor came to check the work he did,he asked me if the engineer checked the heating filter, I told him that he didn’t and he said it should of been checked and cleaned,I asked him if he can do it, he said he wasn’t qualified to check or clean it, and didn’t advise me on what was going to happen
Hi George,Thank you for sharing your experience with us.We're sorry to hear about what happened and we truly understand your frustration with the inconsistency in the service provided.Customer satisfaction is important to us, and we'll use your feedback to improve our communication and ensure the engineers are better equipped to address all aspects of the service.We would like to make things right for you and address what went wrong on this occasion. If you haven't already been in touch with us, we'd love to hear from you.Please feel free to email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject), and one of our helpful advisors will be happy to assist you further with this matter.Many Thanks,Customer Service Team
4/5
TrustpilotThe engineer turned up in time
The engineer turned up in time, done a detailed check and was quite helpful when asked questions, great service.
Hi Garmoot Meeto,Thank you for leaving us a 4-star review!Your feedback is valuable to us, and we're glad to hear that the engineer provided you with a positive experience. We strive to ensure our residents receive excellent service, and we're happy to know that our engineer was helpful with your questions and has met your expectations.Many thanks again! 😊Customer Service Team
3/5
TrustpilotAnnual Gas Check
It was a regular annual gas check !!Nothing was discussed with me by the engineer...so it's difficult to ''rate the experience''It would have helped to be told if all was okay or if anything needed to be done to improve safety..I use a gas cooker..just assuming it's safe to use..?!?!Feedback from the engineer would be useful.
Hi Mrs Magbagbeola,Thank you so much for sharing your recent experience with us.We're sorry to hear about the lack of communication during your gas safety appointment. This is not the level of service we expect from our contractor, and we truly appreciate you bringing this to our attention.Ensuring that our customers feel informed and confident about their safety is a top priority for us. Please be rest assured your feedback will be shared to ensure that our engineers provide clear and helpful communication during gas checks.After further investigation, we're pleased to confirm that your home passed the gas safety inspection checks. We hope this helps ease your mind, and please know that we are here for you if you have any more questions.Please feel free to contact us at any time. We're reachable at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is used as your email subject. Our dedicated team is ready to assist you.Many Thanks,Customer Service Team
5/5
TrustpilotQuick
Quick, professional right service.Thank you
Hi Kat,Thank you so much for your 5-star review! 😊We appreciate your amazing feedback and we're glad to hear you had a positive experience. It certainly makes us proud to know our team delivered quick and professional service, so a huge thanks once again for taking the time to let us know.We hope we can help you again soon.Many Thanks,Customer Service Team
5/5
TrustpilotVery professional and polite
Very professional
Hi Marie,Thank you for leaving us a 5-star review! 🙂We’re chuffed to hear you’ve had a positive, polite, and professional experience.Your feedback is so important to us, and we can’t thank you enough for sharing your experiences with us too.Many thanks again, and please reach out if there’s anything else we can do for you.Customer Service Team
5/5
TrustpilotMy experience with Cosyseal
The repair was carried out timely, efficently and the window looks brilliant. The company was professional at all times. They were pleasant and respected my home. I would recommend them to anyone.
Hi Audrey,Thank you for your review and kind words.We're absolutely thrilled to hear that you were happy with the repair and the overall experience. We strive to provide our customers with the best possible service, and we're glad that our contractor was able to meet your expectations.We're looking forward to helping you again 😊Many Thanks,Customer Service Team
5/5
TrustpilotWorkman came out so quick
Workman came out so quickWorkman was polite and respectful
Hi Eliz,Thank you so much for rating your experience so highly! 🙂We love that you received a prompt service and that you found our operative polite and respectful too. Your feedback has certainly made us happy, and it's always the kind of service we work hard to achieve.Thanks again for your amazing review, and please let us know if there's anything else we can help you with.Customer Service Team
2/5
TrustpilotThe gentleman was absolutely pleasant
The gentleman was absolutely pleasant. Just that the work carried out to repair chip in the bath has undone itself and bath is stripping white paint. Would prefer a new bath.
Hi TeaPot cookfood,Thank you very much for taking the time to share your experience with us.We're pleased to hear you found the operative pleasant; it certainly makes us happy to hear this too.We're sorry to learn the repair didn't last, and we would love to offer further help and arrange for our operative to return to your home.If you're not already in touch with us, we kindly invite you to email your details to our dedicated team here, who will gladly help you with making the arrangements.We're reachable at lqdirect@lqgroup.org.uk, and it'll be most helpful if 'Trustpilot' is used as your email subject on this occasion.We hope to hear from you soon 🙂Many Thanks,Customer Service Team
5/5
TrustpilotFrom making the first initial call to…
From making the first initial call to maintenance department, had a visit within a few days and only had to wait a few weeks for the repair to be carried out. The two men that came were polite and respectful and I’m happy with the work that was carried out. There was no mess after they left and I’m really happy with the work that was carried out
Hi Wendy,Thank you so much for leaving us a review!We've enjoyed hearing about your experience with us, and it makes us happy to know everything went perfectly for you.It's also wonderful to know that our maintenance department was responsive and that you were happy with the work completed. We always aim to provide excellent customer service, and we're glad that our operatives were polite and respectful too.A huge thanks once again for your amazing review and kind comments. We hope we can be of help again soon 😊Customer Service Team
1/5
TrustpilotIncomplete repairs should be logged and…
Incomplete repairs should be logged and informed. Also tenants should be made aware of next steps. No one contact me to say how rodents are going to be dealt with. They are constantly making cutting noise and running around above my kitchen. I am disabled and relying on others to make calls and unfortunately I have not been able to contact L&Q to find out the outcome of repairs.
Hi, Ummtasneem Nadia,Thank you for taking the time to bring this matter to our attention.We're very sorry to hear you've experienced lack of communication with our pest control contractor, and we understand why this would be disappointing for you too.We'll be more than happy to help and follow up on the rodent issue with our contractor and provide you with an update.To help us make it possible, we kindly invite you to email your details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where one of our helpful advisors will be more than willing to help.Many Thanks,Customer Service Team
1/5
TrustpilotThey need to sort the issue out . I am seeking Legal advice
They need to sort the problems in the beginning and listen to the tenant . These houses won’t stand the test of time . Poor workmanship poor communication . Employing bodgers
Hi Lorraine,Thank you for leaving us a review and for raising your concerns with us.We’re saddened to learn of your dissatisfaction and we apologise profusely for the disappointment you’ve experienced.If there’s anything further we can do to help, please do let us know, and we’ll be sure to do whatever we can.Our dedicated team here is reachable by email at lqdirect@lqgroup.org.uk, and we kindly request ‘Trustpilot’ is used as your email subject on this occasion.Feel free to reach out to us at any time and it'll be our pleasure to help.Many Thanks,Customer Service Team
3/5
TrustpilotThis company could improve if .....
This company could improve if they made it easier for their residents to have repairs done , and didnt make the workmen show up with the cheapest possible way to repair stuff,, not happy
Hi Mary,Thank you so much for taking the time to share this with us.We’re so sorry to learn of your dissatisfaction, and we apologise if our repairs service has fallen short of your expectations on this occasion.We always try our hardest to deliver an amazing service, so it’s naturally concerning to us to hear the quality of the repair isn't what you hoped for. Rest assured we'll share your feedback as it helps our management team understand where a more improved service would be welcomed.In the meantime, if there's anything else we can help you with, please feel free to contact us, and we'll do our utmost to help.Contact is welcome via any of your preferred channels or by email at lqdirect@lqgroup.org.uk where we kindly request 'Trustpilot' is used as your email subject.Many Thanks,Customer Service Team
1/5
TrustpilotGenerally extremely difficult to get…
Generally extremely difficult to get repairs completed. I have been waiting months for L&Q to deal with my damp and mould issue, which still remains outstanding.
Hi JW,Thank you for leaving us a review.We’re truly sorry to learn you’ve had a disappointing experience and furthermore to hear there was an issue with the boiler leaking.We trust all is in hand in resolving this for you but please don’t hesitate to let us know if you need further help from us.We welcome contact through any of your preferred channels or by email at lqdirect@lqgroup.org.uk. If email is your preferred method of contact, we kindly request ‘Trustpilot’ is used as your email header on this occasion.Many ThanksCustomer Service Team
4/5
TrustpilotBlocked drain.…
Pleased with how the young ladd worked managed to the best of his ability to solve the problem. Problem still there.
Hi Karen,Thank you so much for your review! 🙂We're so sorry to learn that the issue persists, and we're committed to helping you find a resolution.We trust our operative has reported this issue to us with his findings. However, if you need further help with this, please do let us know, and it'll be our pleasure to further investigate this matter for you.We have an amazing team here willing to help, and we're reachable by email at lqdirect@lqgroup.org.uk. Please kindly use 'Trustpilot' in the subject line of your email too. Many Thanks,Customer Service Team
5/5
TrustpilotWayne, the Swale engineer, was a superstar.
Reported central heating failure to L&Q on 11th Sept who booked the repair for 12th Sept then cancelled it on the 12th and rebooked it for 13th Sept. superb. So much for being on their priority list. The Swale engineer was really professional. The boiler required a part which he did not have but after a couple of phone calls located one, then went and collected it.The repair was completed with no fuss or stress on his part, and with total empathy.A true example of total customer satisfaction.
Hi Halford J,We welcome your review, and we thank you for sharing your experience with us.We appreciate your feedback and we're glad to hear that the engineer was able to resolve the issue with your central heating. We understand that the initial scheduling changes may have been frustrating, and we sincerely apologise for the inconvenience this may have caused. We love that the engineer's professionalism and dedication to finding a solution made the experience positive for you.Thank you once again for sharing this with us; it's greatly appreciated, and we look forward to assisting you again soon 😊Customer Service Team
5/5
TrustpilotGood service
The engineer was polite and very professional and friendly
Hi Janice,Thank you so much for taking the time to leave us a review!🙂It's fantastic to hear that you appreciated the engineer's professionalism and friendliness. Your high rating certainly means a lot to us too.Providing an excellent service is our top priority, and we can't wait to assist you again in the future.Many Thanks,Customer Service Team
2/5
TrustpilotAlways the same with l&q
Rating only, no written review.
Hi Tisha,Thank you for your review and for sharing your thoughts with us.We truly value your feedback and we're dedicated to ensuring a positive experience for all our customers.If there's anything specific we can assist you with, please don't hesitate to reach out. You can contact our fantastic team via email at lqdirect@lqgroup.org.uk. Feel free to get in touch anytime, and remember to use 'Trustpilot' as your email subject.Warm Regards,Customer Service Team
5/5
TrustpilotWork was booked 2 months in advance
Work was booked 2 months in advance, the workmen kept their word on start time/date very friendly and excellent job carried out.
Hi Stephen,Thank you so much for taking the time to leave us a review! 🙂Your feedback is incredibly valuable to us, and we are thrilled to hear that you had a positive experience with our maintenance service. We're especially happy to hear that you found our operative to be polite and efficient.We truly appreciate you sharing your experience with us, and we can't wait to assist you again in the future.Many Thanks,Customer Service Team
5/5
TrustpilotI very happy is all finish .And is good…
I very happy is all finish .And is good work now .
Hi Inga,Thank you so much for your fabulous review!It's great to hear that you're happy with the finished work. We appreciate your kind words and positive feedback following your recent experience with us.A huge thanks once again, and we very much look forward to helping you again 😊Customer Service Team
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
London has the most, with 2,506 reviews rated 3.1 out of 5, followed by Sidcup with 1,704.
